Modern IT

Field Engineer

• Own reactive support incidents from intake through resolution, ensuring clear triage, prioritization, communication, documentation, and follow-through, both remotely and on-site.
• Provide technical leadership for complex issues across Microsoft 365, endpoints, networking, identity, access, and client environments, both remotely and on-site.
• Lead client communication during incidents by setting expectations, providing proactive updates, and maintaining confidence throughout the resolution process.
• Identify recurring issues, service patterns, and root causes that should become documentation, standards, automation, or permanent fixes.
• Create and improve knowledge base articles, ticket documentation, troubleshooting guides, and client-specific support notes.
• Maintain high-quality PSA data in ConnectWise, including notes, time entries, categorization, statuses, resolution details, and next steps.
• Support ROC team consistency by mentoring teammates, sharing knowledge, reinforcing process discipline, and helping reduce unnecessary escalations.
• Partner with leadership and AI architects to turn real service patterns into practical AI, automation, documentation, and prevention improvements.

Senior Systems Engineer, AI-Enabled Service Delivery

Senior Systems MSP Engineer, AI-Enabled Service Delivery

Full-stack Engineer

• Provide remote and onsite client services
• Complete projects on schedule and on budget
• Adhere to established project processes, including:
• Successfully complete PE tasks in the project intake process
• Project planning and preparation
• Delivery of equipment for projects
• Equipment setup and configuration
• Execute timely maintenance windows for cutovers
• Provide afterhours project services as necessary
• Confirmation of technical alignment post project
• Manage scope creep and additional project service requests
• Completion of project technical documentation
• Maintain project status documentation
• Time entry and tracking in PSA
• Acquire vendor support as necessary
• Deploy and troubleshoot LAN/WAN infrastructure, including switches, routers, firewalls, and wireless access points.
• Perform network assessments and validate connectivity requirements before and after deployment.
• Coordinate with ISPs, third-party vendors, and client stakeholders to resolve connectivity issues without delay.
• Maintain accurate change records, including updated onsite photos of newly deployed equipment.
• Lead P1 incident coordination at client sites to ensure fast recovery and minimal downtime.
• Perform onsite walkthroughs to validate that vendor work meets Modern IT standards.
• Flag deficiencies, drive remediation, and formally sign off on subcontractor deliverables before project handoff.
• Maintain complete subcontractor documentation, including labeling, photos, and as-built records.
• Update project documentation after every deployment with accurate as-built records, lessons learned, and outstanding items.
• Create and improve deployment runbooks, client-specific environment notes, and troubleshooting guides that compound value across the PS team.
• Maintain high-quality PSA data in ConnectWise, including time entries, task notes, scope changes, and project status.
• Participate in the PS daily huddle, weekly department meeting, and scheduled 1:1s
• Attend New Project KT meetings with the Design Desk and vCIO for each assigned project
• Hold regular sync-ups with the PM to verify schedule and budget status; support or lead client project status meetings as needed
• Contribute subject matter expertise to the bi-weekly Standards Committee
• Peer review proposals to validate solution designs before they are sold
• Provide solutions design assistance to the Design Desk as needed

Senior Professional Services Engineer – MPS

Administration

• You make sure they don't have to — operationalizing Modern IT's strategic client engagement so every client gets a consistent, data-driven experience and our vCIOs stay focused on strategy.
• Keep 100% of clients scheduled within their engagement windows on a master TBR calendar.
• Triage daily, control aging, and make sure every commitment is captured within one business day.
• Build standardized decks and keep roadmaps and budgets current and on time.
• Turn standard and renewal needs into same-day quotes to Procurement; route larger Projects to the architect with a clean handoff.
• Deliver the monthly Client Health Dashboard and weekly KPIs on time, flagging risks to the vCIO.
• Keep client and internal follow-ups closing the loop, and support smooth new-client onboarding.

Senior Systems Engineer, AI-Enabled Service Delivery

Senior Systems MSP Engineer, AI-Enabled Service Delivery

Senior Professional Services Engineer – MPS

vCIO Administrator – MPS